Tim Hortons — Restaurant in Novi

I am not one to write bad reviews, but man this place is the pits. I lived above a Tim Hortons when I was in college and ate the same sandwich and coffee every morning for 5 years but even if I had lost all my taste buds and eyesight I could still tell you that something was completely wrong with my order. Not to mention the fact that the customer service, while virtually nonexistent, was the icing on top of my interactions here. I've worked in food service for more than a decade-and even at my most stressed, I really don't think "WELL, WHAT DO YOU WANT ME TO DO?" is a proper follow-up response in any caliber to being told "my coffee doesn't taste right." Usually an immediate apology followed by the offer to re-make the drink or food item is the industry standard, but yeah, that sure is a rational and well-thought out response. I even left my 'complaint', (moreso a suggestion)-open ended so one of the staff members could follow up with giving me a different drink while I handed them the other one. It looked like water and coffee creamer mixed together, and tasted a lot worse than it looked. "I'm not really sure, the drink just doesn't taste like it's made correctly.' I said, still hoping for an amicable solution while trying to de-escalate, as if the onus were on me. "AGAIN, WHAT DO YOU WANT ME TO DO?" I was fighting a losing battle. I thought, okay, maybe the sandwich will be the saving grace of this interaction. Wrong again. Bagel wasn't toasted, egg tasted and smelled like it was picked off the floor after sitting in mop-bucket water, cheese might have been still frozen as far as I could tell-and when I asked for extra lettuce, I got maybe 3 shreds in total. Don't ask my about the bacon since I barely got a bite down. A far cry from the picture on the menu signboard. Even on my worst day with a migraine and half my vision gone I could make something more appealing than that. I get it, as someone who works in the hospitality industry-it's rough out here, which leads me into my last point which is that knowing all of that- I chose to tip the woman who took my order at the window-the same woman who stood there while her manager barked at me while I meekly held my cup in my lap, wondering what the big deal was with asking for a different one, all the while the sanpaku eyed manager barked 'what do you want me to do' about 3 more times before she shut the window. There were maybe 3 cars behind us, mind you. If that's how you act during a mini-rush (heavy emphasis on the mini, here) then I'd highly suggest you take an anger management class or at the very least be kept in back of house. This isn't 2008 anymore-a coffee and breakfast sandwich is 11 dollars-11 dollars PLUS tip in my case. I have to work for 1 hour to make $10.00 so Tim Hortons stole and hour of my life and that's what prompted me to write this review. They did not give me a receipt either so I was at a loss of what to do or who to call to get my $11.00 back and I have a strong feeling that if I call the store for their input about that inquiry, I'd be asked what they'd like ME to...

The staff is rude, careless and clearly don't care about customer service. Not sure who the manager is of this location but their interview process must require that the employees have no customer service background or care to learn and keep up the image of the brand.

Although this location seems to have more ethnically diverse employees (but also seemingly all part of the same ethnic group so not really diverse), it really doesn't make the customer experience better when they cannot understand their orders and don't have basic etiquette when it comes to their behavior. The one time I decided to walk inside and order, the employee taking my order shamelessly flirted with me, not focusing on my order, which I didn't appreciate. He held up others in the line behind me because he was more worried about talking to a girl rather than being efficient.

I'm pretty sure the owner of this franchise just hires his/her family friends, not caring about if they are actually competent in providing a good customer experience.

Moreover, they have not once got my order right the last 10 times I've been there. If they can't do as much as a smile and make some eye contact in the drive through, at least getting the order accurate is the least they can do.

While it is a prime location for those getting gas coming off of/getting onto the highway, you are better off spending a couple extra dollars and getting better service at the Starbucks drive-thru...

This is the Tim Horton I normally go to, they are usually quick or not a long wait time and my order is always right. I don’t go every day, but the lady in drive thru always remembers I like my receipt. I don’t know what was up with her today, however my order was wrong. I always say what I want… I ordered a #7- sausage, egg and cheese crisoant meal, with a vanilla cream donut ( instead of hash brown) and a med Oreo Capp supreme. Today I did order 2 additional donuts, Boston crème and sprinkle chocolate dip. All they had to do was listen, my sandwich was wrong it had folded egg and bacon on it, she yelled at me over the intercom stating they didn’t have a chocolate sprinkled dip donut and then ended the transaction, so my total popped up and the screen told me to move forward. When I came to the window, I thought I had had mid understood her so I asked again about the chocolate sprinkled donut, she yelled at me again, stating they didn’t have it. At this point I was frustrated and I told her I needed a sprinkled donut, whatever kind she has add it to my order or take one of my other donuts away, I don’t care. She said she would and never did. I never got a straw, never got my sprinkled donut, my sandwich was wrong and never got my receipt. I will never return to this...